Customer Service Analyst Iberia

**CREATIVITY IS OUR SUPERPOWER.** It’s our heritage and it’s also our future. Because we don’t just make toys. We create innovative products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard—when everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers.

**The Team**:
Mattel’s Global Supply Chain Organization is a competitive advantage for Mattel. Mattel’s Supply Chain is ever evolving to support the amazing portfolio of Mattel products and is never boring Sitting within the EMEA Supply Chain team that is responsible for all elements of planning and customer fulfilment; you will be critical to helping to provide end to end first-class supply chain services for our Customers.

**The Opportunity**:
This position will be responsible to provide premium customer service and be a key interface between Mattel and key customers / channels for domestic order processing. The Customer Service Analyst will also be a primary point of contact for the central Order Management team. The Customer Service Analyst supports and brings forward the Inventory Management & Fulfillment functions by streamlining processes and find innovative solutions as part of the S&OE cycle.

The current Customer Service role will be split into centralized, transactional activities for Order Management and local Customer Fulfillment. The Order Management process from Order Intake to Confirmation is mostly market/customer agnostic providing the opportunity to better balance and utilize Fulfillment resources across EMEA.

The Customer Service Analyst will focus on item set-up, inventory utilization, allocation and delivery efficiency based on specific local customer priorities and requirements. In addition, the Fulfillment team will have a secondary role in the order to cash process supporting Finance.

**What Your Impact Will Be**:

- Actively participate in the S&OE escalation and action resolution that will be led by Inventory Analyst. Actively assess inventory and allocation effectiveness relative to future stock and priorities. Provide fill rate RCA and clean order analysis.
- Liaison with Order Management team to resolve issues with orders and credits to enable smooth shipments & cash collection. For top customers, the local Fulfillment Analyst may continue processing orders
- Liaison with Distribution Centre & TMS to solve customer problems, e.g. over capacity, incorrect SPI's, customer booking issues
- Liaison with finance to solve customer problems e.g credit hold, issues with PEX's & customer Set Up.
- Execute or support Operational Excellence on a local and regional level including Cost Saving Initiatives.

**What We’re Looking For**:

- 3-5 years in Order Management, Operations and Supply Chain delivering product to retailers preferably in similar fast paced / seasonal business.
- Strong written and verbal communication skills in Spanish, Portuguese and English.
- Experienced in a supply chain role and good understanding of Supply Chain Management.
- Foundational analysis with advanced computer skills Excel (pivot tables, charts, functions), Cognos/Tableau, SQL queries advantageous.
- Desirable AS400 ERP experience.
- Strong organizational skills and ability to prioritize workload.
- Problem solving based on foundation of continuous improvement.
- Proactive team-player with excellent intercultural awareness and customer-centric approach.
- Juggling multiple customer needs while managing sales expectations.
- Building relationships with external customers, sometimes adjusting service for non-key customers who were previously serviced the same as key customers.
- Ability to navigate through ambiguity.

**How We Work**:
We are a purpose driven company aiming to empower generations to explore the wonder of childhood and reach their full potential. We live up to our purpose employing the following behaviors:

- ** We collaborate**: Being a part of Mattel means being part of one team with shared values and common goals. Every person counts and working closely together always brings better results. Partnership is our process and our collective capabilities is our superpower.
- ** We innovate**: At Mattel we always aim to find new and better ways to create innovative products and experiences. No matter where you work in the organization, you can always make a difference and have real impact. We welcome new ideas and value new initiatives that challenge conventional thinking.
- ** We execute**: We are a performance-driven company. We strive for excellence and are focused on pursuing best-in-class outcomes. We believe in accountability and ownership and know that our people are at their best when they are empowered to create an